Subject: FW: Overdue Tickets - Warranty
From: "Heta Nyrhinen (HNYR)" <[email-masked]>
To: Pritish Nandi <[email-masked]>
Date: Mon, 3 May 2021 11:45:00 +0000

Hi Pritish,

We have 200+ open tickets in warranty and many overdue tickets every day. We are additionally receiving complaints from customers and the Customer Service teams globally about slow response.

Do we have enough coverage for warranty? Is Ashish still helping out in the queue? Can the agents improve their response time and prioritize tickets in order to avoid complaints?

We are not receiving many escalations from the warranty agents so I’m assuming that they don’t have difficult tickets to handle.

Best regards​​
Heta Nyrhinen
Project Manager
Global Support and Service
+45 4470 0148
+45 2213 1261

EPOS Group A/S​ · Industriparken 27 · DK-2750 Ballerup · Denmark
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From: Ashish Dabral <[email-masked]>
Sent: 3. maj 2021 10:47
To: aparna jain <[email-masked]>; daniele.castiglioni <[email-masked]>; Josephine Veena Dorairaj (JVDO) <[email-masked]>
Cc: Sara Aknooni (SRAK) <[email-masked]>; Heta Nyrhinen (HNYR) <[email-masked]>
Subject: Overdue Tickets - Warranty

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Hello Team,

Here is the attached report for Overdue tickets. Please filter your name and update the tickets.

Regards,
Ashish Dabral